Customer Service Quality Assurance

Technical Support

Customer Service

Problem-Solving

Communication (Written & Verbal)

Conflict Resolution

De-escalation Techniques

Teamwork

Time Management

Proficiency in [Customer Service

Software (e.g., Zendesk,

Salesforce)]

Quality Assurance

Active Listening

Written Communication

Dispute Resolution

Adaptability

Cross-selling

Problem Solving

E D U C A T I O N

Interactive Arts and Media

Columbia College Chicago

2008-2015

708-***-****

***************@*****.***

Chicago, Illinois 60649

C O N T A C T P R O F I L E

S K I L L S W O R K E X P E R I E N C E

Remote Customer Service Representative

Arise Virtual Solutions, Inc

Resolved a daily average of 40 customer inquiries via answering phone inquiries, and issues, and achieved an 89% customer satisfaction rating Increased customer retention by 75% through proactive problem-solving and personalized support

Recognized by supervisor for consistently exceeding customer satisfaction goals and providing exceptional service. 2022-2023

A dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.

J O S H U A M A H L U M

C U S T O M E R S E R V I C E

R E P R E S E N T A T I V E

Remote Virtual Assistant

Global Entrepreneurship Project, LLC

Implemented administrative support by managing calendars, scheduling meetings, and coordinating travel arrangements that improved client's time to focus on board meetings

Facilitated and managed communication between clients and other company team members with external stakeholders through email correspondence using both Zoho and CRM, placing phone calls, and video conferences that improved 100% attention to their causes.

2019-2021

Remote Outbound Call Center Agent

Global Entrepreneurship Project, LLC

Conducted outbound and received inbound calls to assist customers with inquiries, issues, and requests in a remote setting Utilized persuasive communication skills to engage customers, overcome objections, and close sales by effectively maintaining customer satisfaction at an average of 86% in turnover for customer purchases. Consistently met company standards for quality assurance measurements. 2017-2019

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